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What Problems Need To Be Solved? in Spite of Predictions That Retail Banking Branches Would Be

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34 views2 pages

What Problems Need To Be Solved? in Spite of Predictions That Retail Banking Branches Would Be

Uploaded by

Twinkal chakradhari
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Customer Interaction Management solution is an integrated platform solution that enables retail

banks to increase sales, lower operational costs, and boost efficiency and customer satisfaction. The
direct benefits to the bank include increased profit and growth. The Customer Interaction
Management solution consists of multiple technology components that can be applied individually
or collectively, depending on the bank’s unique objectives

What Problems Need to Be Solved? In spite of predictions that retail banking branches would be
supplanted by a rapidly growing Internet as the primary channel for delivering bank products and
services, branches continue to play a vital role. In fact, banking executives now view the branch as
their best opportunity for developing and growing customer bases. Bank customers, for their part,
also treat the branch as an essential component of their banking relationship— and, most
importantly, not to the exclusion of the new channels such as ATMs, remote kiosks, and the Web. To
effectively compete in a multi-channel environment, retail banks must switch from a transactions-
oriented approach to a more interactive, multi-channel involvement with the customer. They must
also provision tools and infrastructure to support the all-important g

Customer Interaction Management combines Cisco technologies including Cisco Unified


Communications Manager, Cisco Ethernet and wireless IP telephony, and Cisco partner technology.
One example of a partner solution is the Matchmaker® application from Q-MATIC, which pairs a
branch customer with a specifically appropriate product expert using the intelligent network. Such
responsiveness produces quantifiable profits for banks. Also included in the Customer Interaction
Management solution is Cisco Digital Media System (DMS), a technology that supports branch
customer marketing, internal training, and internal corporate communications. These tools help
empower and educate branch staff, inform the customer, and simplify the interaction between the
bank and its customers

What Are the Business Benefits of Customer Interaction Management? The Cisco Customer
Interaction Management solution for a financial network

: • Uses technology to transform the branch to a retailbased sales environment to assist revenue
growth and increase competitive positioning

• Revolutionizes the customer experience and enhances customer loyalty, thereby enabling greater
profits

• Consolidates branch activities with other virtual sales channels to increase sales and service
coverage and raise sale closure rates

• Improves staff efficiency and resource use by virtualizing expertise across all customer channels •
Improves staff productivity and morale through the distribution and use of dynamic corporate
communication tools

• Decreases operational costsby building a common platform to launch current and future services
In addition,

the Customer Interaction Management solution takes advantage of the Cisco Service-Oriented
Network Architecture (SONA), which transforms the network into an integrated, multiservice
environment that not only supports all the interactive services a bank needs but also enables the
bank to deploy additional capabilities, quickly and easily, across all direct and virtual channels in the
future. Why Cisco?
. This facilitates the delivery of new and improved customer experiences and revenue-generating
services. This approach—

Cisco Service-Oriented Network Architecture (SONA)—offers many benefits, including: • Increasing


the bank’s business agility by optimizing the existing network services • Decreasing costs by utilizing
services across multiple banking applications • Minimizing infrastructure disruption while simplifying
service flexibility • Increasing productivity and efficiency while providing the bank with service
differentiation To learn more about how Cisco Customer Interaction Management can benefit you
and support collaborative customer experiences, contact your account manager or go to
www.cisco.com/go/financialservices. Customer Interaction Management Enabling the Collaborative
Customer Experience Copyright © 2008 Cisco Systems, Inc. All rights reserved. Cisco, Cisco IOS, Cisco
Systems, and the Cisco Systems logo are registered trademarks or trademarks of Cisco System

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